Customer Service Supervisor (B2B/SCM)

<Job Profile Summary Description>
The key role of this position is to supervise a team of Customer Service Coordinators for Taiwan domestic customers. To ensure the team is executing their tasks to fulfil the requirements of the related stakeholders.
To liaise with different parties to get order quantity and arrange for delivery schedule to make sure the delivery is prompt and satisfied with customers’ requirements.

<Principal Accountabilities>
Management of Order Processing

• Ensure finished goods are delivered to the 3rd party warehouses from factory and inventory management to optimize working capital to ensure on-time supply to prevent out of stock situation
• Ensure that the team is processing the orders accurately and timely
• Ensure that the deliveries are sent out as per Master file terms and in compliance with ITG’s requirements
• Supervise team members in handling new requests from markets, such as new delivery terms or customer onboarding, and ensure all tasks are completed accurately and within the required timeline.
• Discuss and coordinate with customers regarding various requests, such as Chinese New Year (CNY) arrangements, special volume drive and Trade activity, to ensure timely fulfilment of customer orders.

Managing 3rd party service logistics

• Support 3PL contract negotiations
• Resolve issues with 3PL warehouse
• Supervise team members in coordinating with 3PL providers on customers’ special requirements, such as repacking issues, to ensure all tasks are completed accurately and within the required timeline. Provide support on the cost evaluation for special event.
• Conduct annual warehouse audit as per required by Group on top of the standard stock count
• Support the team in inventory management to optimize working capital while ensuring sufficient inventory levels are maintained to support normal operations and timely deliveries.
• Liaise with 3PL for new guidelines / requirements from ITG
• Coordinate with 3PL providers on stock destruction activities and liaise with ITG to complete the inventory write-off procedures accurately and in a timely manner.

Collaboration with Various Internal and External Stakeholders

• Collaborate with the sales team to support order management and fulfil requirements by coordinating necessary information with factories and warehouses.
• Work closely with the SAP team on system enhancement and process improvement initiatives.
• Manage 3PL providers in daily operations, including order processing and warehouse-related activities.
• Coordinate with the finance department on invoicing and payment processes. Involvement in the different projects and make sure CSC related issues have been solved and/or completed as agreed schedule.
• Lead, coach, and manage the CSC team by providing guidance, monitoring performance, and fostering a collaborative and customer-oriented working environment to ensure operational efficiency, service excellence, and continuous team development.

Customer satisfaction

• Manage customer complaint / trouble shooting
• Regularly monitor and review customer satisfaction to ensure customer needs are appropriately addressed, and that outcomes remain accurate and aligned with business priorities.
• Manage customers’ special requests by obtaining quotations from 3PL providers and monitoring operational progress to ensure all requirements are completed by the requested timeline.

People Management

• Promote role modeling Lean behaviors and drive these throughout the team.
• Establish a skilled and competent workforce, focusing on team engagement, empowerment and group problem solving.

Other tasks

• Support new projects and other tasks assigned by line manager
• Process logistic fee with approval.
• Manage and support stock count and destruction process
• Support audit processes, including both internal and external audits, ensuring timely preparation of required documentation and effective coordination with relevant stakeholders.